Proof of Service Delivery: What NDIS and Support at Home Providers Must Keep

Australia has no electronic visit verification mandate, but both the NDIS and Support at Home expect you to prove every support you claim. The rules are spread across pricing documents, program manuals and new legislation. This guide brings them together: what counts as proof, how long you have to claim, and what to keep.

Is there an EVV requirement in Australia?

No. Neither the NDIS nor Support at Home requires a GPS or time-stamped check-in for each visit. Support at Home lists worker sign-in and sign-out records as one kind of evidence it accepts, and GPS location as optional.^[8] What both schemes do require is a record that matches each claim.

Checks on NDIS claims are getting closer, though. The NDIA texts participants to confirm claims from providers they haven’t listed as one of theirs,^[1] uses an Integrity Portal (launched June 2026) to collect evidence before it pays flagged claims,^[6] and since 2026 can ask a provider for information or documents before paying a claim, with at least 14 days to respond.^[7]

NDIS: claim only what you delivered, and keep the record

Registered providers can only claim after a support is delivered, and the claim has to match the frequency, volume and type of support provided.^[1] The NDIA’s record-keeping guidance lists the records it expects: invoices, support logs, rosters, case notes and service agreements. Each record should show the participant’s name and NDIS number, the date of the support, the hours or quantity, the amount and the support type.^[2]

• Support logs should be signed by the participant, their nominee or their guardian.
• Rosters should show attendance and staff-to-participant ratios.
• Each invoice should cover one participant.

Providers who fail a payment assurance review can be asked to repay funds.^[2]

NDIS manual payment review: the records to have ready

A manual payment review checks a claim before payment. The NDIA may ask for evidence that the support is funded by the NDIS, fits the participant’s plan, was delivered, is not a duplicate and can lawfully be claimed for the amount requested. Payment waits for the assessment.^[11]

Start with the request you received. Use this checklist to organise the relevant records and check that they agree:

1. The agreement. Find the service agreement and the agreed support, rates and funding arrangements relevant to the claim.
2. The support delivered. Gather the support log, attendance record and dated shift or progress notes. Use records of what happened, alongside the planned roster.
3. The invoice. Match participant identifiers, support dates, support items, quantities and amounts across the invoice and delivery records. Review changes to group size or support duration.
4. The response. Check each item in the request, identify any missing records and respond through the specified process by the stated deadline.

The NDIA lists invoices, support logs, rosters, case notes and service agreements in its record-keeping guidance.^[2] Keep those records connected during the working week, so the team can retrieve the evidence relevant to a request.

This is a payment-claims process. A registration audit assesses the applicable NDIS Practice Standards through an approved quality auditor.^[12] Follow the requirements of the process you are responding to; the NDIA decides whether a reviewed claim is paid.^[11]

NDIS claiming deadlines

• Two years. Since 3 October 2025, claims for supports delivered more than two years earlier are rejected automatically.^[3]
• 90 days. From 15 October 2026, claims made more than 90 days after a support may be held for up to 28 days of extra checks.^[4] A 90-day claiming limit is legislated from December 2026.^[5]

The practical answer is the same for both: invoice soon after the support, from records that are already complete.

NDIS cancellations and travel

Price limits now come from the 2026–27 NDIS pricing schedule, but until the NDIA publishes its updated guidance, the 2025–26 Pricing Arrangements remain the published rules on cancellations and travel.^[10] Under them, a short-notice cancellation is less than two clear business days’ notice for most supports, or less than seven days for disability support worker supports, and includes no-shows. You can only charge it if the worker couldn’t be given other billable work and was paid for the time, and your service agreement says so.^[1]

Provider travel is capped at 30 minutes each way in MMM1–3 areas and 60 minutes in MMM4–5, and only where the support item allows travel, the participant agreed in advance and the worker was paid for it.^[1] Those conditions are easiest to show when the roster, the clock-in and the service agreement are in the same place.

How long to keep records

The Securing the NDIS for Future Generations Act 2026 sets record-keeping periods: seven years for providers. They’re listed by the NDIA as coming soon, without a start date yet.^[5]

Support at Home: proof of delivery

Support at Home providers don’t upload evidence when they claim, but they must keep proof of the agreed price and proof of delivery.^[8] Accepted evidence includes care or progress notes, photos, worker sign-in and sign-out records (electronic or paper), and a QR code or sign-in book at the client’s home.^[8]

Each claim line is one service on one date, at the time actually taken in 15-minute steps, and ongoing services are claimed within 60 days after the end of the quarter.^[8] Late claims need a reason, and evidence must be kept.^[9]

Building an evidence trail that holds up

• Roster each support against the participant, the support item and the worker.
• Record the actual start and finish, on the worker’s phone, at the time.
• Write the note before the shift ends, and say what was done towards which goal.
• Carry the same hours from the timesheet to the invoice line, without re-typing.
• Keep every change in an audit log, so a corrected record shows what changed and who.

That’s the trail TakeCareOS keeps for NDIS providers: clock-in and clock-out on the worker’s phone, notes checked as they’re written, and the same hours from shift to timesheet to invoice. See how it works for NDIS providers, or book a demo with your own rosters.

Follow the record through a useful shift note, a configured group invoice and qualification and evidence review.